Help Desk Technician

The Kings County District Attorneys Office (KCDA) is one of the largest prosecutors offices in the country and is committed to developing and implementing innovative prosecutorial strategies that will fulfill our vision of keeping Brooklyn safe while at the same time ensuring fairness and justice for all. KCDA has an exciting opportunity to work as a Help Desk Technician to complement our existing Information Technology team.

The Information Technology Support Technician / Specialist provides a single point of contact for end users to receive instruction and support assistance from the organizations technology / computing environment. This includes installing diagnosing repairing moving maintaining and upgrading computer hardware and related equipment removing and / or replacing units as required and administering software to ensure optimal performance with minimal downtime. The individual will also troubleshoot problem areas (in person by telephone via e-mail or remote connectivity) in a timely efficient effective professional and accurate manner and provide end-user assistance when and where required following the accepted best practices.

Under general supervision with some latitude for independent initiative and judgment the prospective candidate will be responsible for the following :

• Accept support calls and accurately log them in the Help Desk application.
• Troubleshoot and resolve end-user hardware operating system and software related problems.
• Install configure test monitor maintain and troubleshoot end-user issues related to hardware and software.
• Perform onsite or remote diagnosis and resolution of complex desktop problems and recommend and implement corrective measures for repairs as deemed necessary.
• Administer and resolve issues with associated end-user workstation networking software products.
• Ensure physical desktop connections (i.e. RJ-45 Ethernet jacks switches connectors between PCs and servers etc.) are in proper working order.
• Troubleshoot and resolve issues with basic network and server access problems (connectivity) WAN firewall and VPN systems with System Administrative guidance.
• Perform moves additions and changes (MAC) requests as directed.
• Determine the need for and implement performance upgrades to computers including the installation of CPUs I / O and NIC cards hard disks ribbon cables hard drives RAM DVD / CD-ROMs and any other component as necessary.
• Conduct print / printer maintenance.
• Troubleshoot and resolve print related failures (hardware and software related). Maintain Printing equipment..
• Interface with vendors as / when necessary for the repair process or any equipment or software related issues.
• Handle all requests for laptops and mobile devices. Assist with mobile computing.
• Make sure software (O / S systems updates security and office productivity software) are current and up to specifications.
• Set up and install software and office standards on all laptops.
• Provide Court Room Technology support.
• Assist with the installation and setup of Court Technology products (hardware and software).
• Troubleshoot and resolve issues with voice communications systems (i.e. telephones) and voice mail systems.
• Perform network resource administration work.
• Perform general administrative and office duties.
• Prepare reports distribute departmental and inter-office correspondence file and provide general assistance to I.T. department personnel as directed by the Department Manager and / or other Management or Executive staff.
• Perform other related duties as necessary.

Preferred Skills

Additional Information

Candidates must meet the additional requirements :

Employees of the City of New York may be eligible for federal loan forgiveness programs and state repayment assistance programs. The federal government provides student loan forgiveness through its Public Service Loan Forgiveness Program (PSLF) to all qualifying public service employees.

Please visit the Public Service Loan Forgiveness Program site to view the eligibility requirements : ASSOCIATE - 56057

Qualifications :

Qualification Requirements

1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or

2. Education and / or experience which is equivalent to 1 above.

Additional Information :

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic including but not limited to an individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.

Remote Work : No

Employment Type : Full-time

Key Skills

user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support

Experience : years

Vacancy : 1